Financial services: poor customer experience hurts the bottom line.

Overview

This Forrester whitepaper uses independent research to ask "how consumers and business buyer's opinions of online customer experiences compared to vendors perceptions of their own online presence" and how in financial services customer experience has a direct fiscal impact, and the experience is bad

Consumers give poor marks to the customer experience of doing business with financial services companies. As a result, these customers are reluctant to do further business with these vendors or recommend their products and services to other potential buyers. If they had no other customers, financial services firms would have strong incentives to improve customer experience. Unfortunately, B2B customers are even unhappier, far deeper than vendors realise. Read the paper to find out more.